MacBook Repair ON HOLD, Apple Customer Relations Want Pics?????

[phong]

So this is the issue.

I actually went to another Apple store months ago and they told me to send it in, at the time however, I was still in school and couldn't have down time.

Went to my local Apple store Thursday. Problems were: battery ('X' as status, shuts down without low battery warning), dark spot on left quadrant of the screen, hinges not working properly (screen falls when closing, other than that it holds up fine), hairline cracks where you rest your palms.


I allowed the Apple Genius to check everything out, and showed him all the problems. I got a work authorization form done, on it, the Apple genius stated:

Accidental or Costmetic Damage: none visible
Possible Liquid Damage: none visible
Proposed Resolution: replace display, hinges, and mlb/battery as necessary

The Genius told me they will be sending it to the Apple repair depot. The repair center received it on the 22nd. However, when I checked my online repair status, it says: "On Hold - Need information (22-Jun-2007)"

I called APL-CARE, their rep didn't know what was going on so he called me to call my local Apple Store. The rep there told me that everything is okay, the hold has been lifted and the repair is going to take place. I called APL-CARE again to confirm and they told me yes it looks like the hold has been lifted.

Today, I noticed that my repair was still on hold (same status as above). The Apple rep told me that a gentleman from Customer Relations is requesting pictures from the Depot where the MacBook is in order to confirm if there has been any accidental damage. The rep also gave me his first name. I was like this is fine, no worries. However, I have never read anything about Apple Customer Relations requesting pictures.

Later this afternoon, I called Apple again. This time, the rep told me about the requote and that they will not repair my unit unless I pay $774 plus taxes. I asked, how about the battery (we all know about the problems) and the hairline cracks (which many users have reported and Apple has fixed it). She says no, they do not do partial repairs and it looks like there is accidental damage because of "white and dark spots on the screen". I told her my case, and that I have been to 2 Apple Stores and they have checked out the problems. She went over my authorization form and sure enough, Accidental or Costmetic Damage: none visible.

She told me that she will talk with her supervisor. After 5 minutes, she got back onto the phone and told me about the stuff I already know about Apple Customer relations wanting pictures. I was told that this issue is being dealt with and will take 24-48 hours.

Has anyone dealt with a situation like this before? Usually, when a repair does not take place, I have read about people requesting to talk to Customer Relations in order to get a repair made. However, this time, Customer relations is holding up my repair. This is interesting that a guy wants pictures.

 

[Macky-Mac]

if I understand your situation, then it seems to me that your position should be that any accidental damage that's now visible had to have happened while it was in their possession since they checked it out and told you there wasn't any BEFORE they took it in.....did the apple genius give you any paper work that says that?

 

[phong]

if I understand your situation, then it seems to me that your position should be that any accidental damage that's now visible had to have happened while it was in their possession since they checked it out and told you there wasn't any BEFORE they took it in.....did the apple genius give you any paper work that says that?

Yep, the Apple Genius, on the "Genius Bar Work Authorization" form states clearly that there is no visible accidental or cosmetic damage.

 

[iDive]

Save that form very well then, I've heard many reports of Apple claiming accidental damage were there was none lately.

 

[iW00t]

Next thing they will be saying they found water damage

 

[macfanmac]

What a horrible quality customer service by apple!!!
Hope you get thro' this soon! Good luck..

 

[drake]

If any more problems, report back and we'll Digg it.

 

[phong]

Update 1:


Called Apple again today and was transferred to a dispatch representative. They refuse to repair it.

The rep asked if I would like to see the pictures that the depot took, and said yes. Pics show a white line/mark no the screen that I havent seen and nor did the Apple Genius who took a look. I told the rep that the Apple Genius said there was NO signs of any damage on this MacBook. Rep tells me that the store really has no say (I can understand) and that the repair center will determine repair, etc.

I asked to speak with Customer Relations and he told me that, its the same department that he is in. I asked if there was anyone else I can speak to, namely an authority that he has to report to. Rep tells me that person is unable to speak to customers.

My Mac will be there for a couple more days and he tells me my only options are to 1) pay the outrageous requote 2) have it sent back 3) have it sent back and see if the Apple Store or other Mac place can do a partial repair.

Interesting how they are refusing repair based on the screen when the other issues I have has nothing to do with the screen. But like he says, they DONT do "partial" repairs.

UPDATE 2:

Wow, more phone calls.

Spoke with another dispatch agent who told me what the other guy said. She told me that my other option is to call the Apple Store and try to have them push through the repair and not have my MacBook on the requote status.

She admitted that Customer Relations see nothing but the photos sent from the Depot (I also asked is it "Flextronics?" She said yes).

Called my Apple Store and spoke with the Store Manager. He called Apple or the Depot, I don't know which. He told me that this is whats up:

The depot could not replicate the other problem I had.
He told me that they took a loooong time TRYING to actually FIND problems with the LCD and when they finally did, they said "hey its not covered under warranty and hey...accidental damage?" and sent pics to Customer Relations

Manager told me that things like LCD could be under physical pressure etc, and thats probably why the depot refuses to repair... he told me that the Depot WOULD NOT fix my other issues (hinges, cracks, battery) just because of the screen (that they finally found was not "fixable") ..

The Manager told me that he will do whatever he can to make sure the depot at least fixes the other problems for now or have them send the unit back to the store and they replace the parts there. He gave me his word so I'll just see what happens.

At least my issue is moving somewhere. But the situation is sort of sad. I'll see what happens. Guess I'll wait it out for now.

 

[JNB]

Any chance that the Store can back you up on the condition of the machine at the point of shipment, and claim that it was shipping damage enroute to the depot, or damage at the depot itself?

I know it's way late for it, but I think that a solid write up of symptoms (signed off on by the Genius) and detailed photos at shipment would help to back your claim.

 

[drake]

Yet another example of why I'd never buy Applecare. Its totally up to them even after you fork over your money.

 

[phong]

Called AGAIN today.

Apple rep told me that she checked it again and said, "oh, they [the depot] ARE going to go ahead with the repair"

I don't know if it was the Store Manager who had the say or maybe it was my constant calling and nagging, but sounds like its going to happen.

 

[nateDEEZY]

Called AGAIN today.

Apple rep told me that she checked it again and said, "oh, they [the depot] ARE going to go ahead with the repair"

I don't know if it was the Store Manager who had the say or maybe it was my constant calling and nagging, but sounds like its going to happen.

So does that mean they are going to repair all of it? If so, congrats! Patience is the key, even though it can be frustrating at times!